Automatic determination of caller identification data in outgoing calls

ABSTRACT

Automatic determination of caller identification information and encoding of such information in outgoing data requests, such a API calls to a call management component, are disclosed herein. The caller identification information may be determined by analyzing information associated with a call target to determine if the target has a custom outbound telephone number assigned, was contacted through a specific campaign, has local geographic data, is being called from a specific entity, or is being made from a call originator with a specific outbound number set. The system may execute machine learning on previous calling data in order to update caller identification selection models used for other outgoing calls.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.14/928,826, filed Oct. 30, 2015, now U.S. Pat. No. 9,338,289, whichclaims priority from provisional U.S. Pat. App. No. 62/185,509 filed onJun. 26, 2015, and provisional U.S. Pat. App. No. 62/208,298 filed onAug. 21, 2015, and provisional U.S. Pat. App. No. 62/239,162 filed onOct. 8, 2015 which are hereby incorporated by reference in theirentirety.

BACKGROUND

Inclusion of caller ID informant in outgoing telephone calls, whethermade to/from an analog, digital, voice-over-IP, or other type ofcommunication device, has become increasingly widespread in view of itsability to provide information to a call recipient that may be useful bythe call recipient in determining how to prepare for a particular callprior to answering, or whether to even answer the particular call.

SUMMARY

The systems, methods, and devices described herein each have severalaspects, no single one of which is solely responsible for its desirableattributes. Without limiting the scope of this disclosure, severalnon-limiting features will now be described briefly.

Various embodiments of the present disclosure provide improvements tovarious communication technologies, such as multi-party telephoniccommunications. These improvements include, for example, systems andmethods for automatically selecting caller ID information, such as by amachine learning algorithm, and transmitting that caller ID informationto a call recipient's device in order to increase likelihood ofconveying the appropriate message to the recipient via the caller IDinformation (e.g., to get the recipient to answer the call in manycases). Caller ID information may be stored in databases and indexed forselection by a target management system in real-time for inclusion in anoutgoing telephone call. Thus, particular caller ID information may beselected and encoded in a call initiated via a data package sent to acall management component such that it can be decoded by a telephonydevice, such as a mobile device or voice-over-IP device, for display tothe user. Furthermore, processing of audio electrical signals, such asmultiple voices on a call, may be performed in order to gainintelligence on attributes of a multi-party call and possibly implementchanges to the call, such as adding an additional party to the call orupdating a caller ID selection algorithm that may be used in laterdeterminations of caller ID information for similar calls.

Various systems and methods disclosed herein are inextricably tied tocomputer technology and telephony systems. For example, variousembodiments rely on detection of user inputs via user interfaces,real-time access to databases, automatic selection of caller IDinformation, API calls to call initiation components (e.g., thatinitiate calls to multiple parties), and/or electronic manipulation ofsignals across computer and/or telephony systems. Furthermore,initiating telephone connections across phone lines, includingvoice-over-IP in some embodiments, is intimately tied to, and enabledby, computer technology, and would not exist except for computertechnology. For example, selecting an outbound telephone number inreal-time (based on various factors, such as those discussed below) andsetting caller ID information on an outgoing telephone call, through useof an API and a third-party call generation service in some instances,cannot be performed by humans alone, without the computer and electronictechnology upon which they are implemented. Improvements on existing useof caller ID information in telephone calls of all types are disclosedherein. Further, the implementation of the various embodiments of thepresent disclosure via computer technology enables many of theadvantages described herein, including more effective selection ofoutbound telephone numbers to include in caller ID and customization ofprocesses by which particular callers can program the system toautomatically select caller ID information, further optimizingtechnology associated with a calling system, especially a calling systemthat handles a high volume of outbound calls where determination ofcaller ID information can significantly impact efficiency of initiatingcalls.

In one embodiment, an automated caller identification selection systeminitiating connections with a multi-party connection interface comprisesa target management computing system having one or more hardwarecomputer processors in communication with a non-transitory computerreadable medium storing a caller id selection algorithm. In oneembodiment, the caller id selection algorithm is executable by thecomputer processors to execute a prioritization algorithm on a pluralityof user records to identifying a particular user record having a currenthighest priority, determine an IP address associated with the userrecord, the IP address associated with an electronic device of the userthat was used to communicate with an online entity, determine ageographic identifier associated with the IP address, based on thegeographic identifier, determine a particular telephone number having asimilar geographic identifier in a database of available telephonenumbers, and initiate an API call to a call management component, theAPI call including the particular telephone number and an electronicdestination address included in the particular user record. In oneembodiment, the call management component comprises a call initiationalgorithm configured to transmit an encoded call initiation datasequence to the electronic destination address, the encoded callinitiation data sequence including the particular telephone numberencoded as caller identification information, and the call initiationdata sequence further monitors a connection with the electronicdestination address, and when the user responds to the call initiationdata sequence, associating the connection with an online multi-partyconnection interface.

BRIEF DESCRIPTION OF THE DRAWINGS

The following drawings and the associated descriptions are provided toillustrate embodiments of the present disclosure and do not limit thescope of the claims. Aspects and many of the attendant advantages ofthis disclosure will become more readily appreciated as the same becomebetter understood by reference to the following detailed description,when taken in conjunction with the accompanying drawings, wherein:

FIGS. 1A, 1B, and 1C are block diagrams of a target management system asimplemented in some embodiments.

FIG. 2 depicts a flow diagram illustrating processes for initiatingcalls with a call target according to some embodiments.

FIG. 3A depicts a flow diagram illustrating processes for selecting atelephone number to set in caller ID information of a phone callaccording to some embodiments.

FIGS. 3B-3D are example interactive user interfaces that may be providedto users of the various systems and methods discussed herein, such as toimprove the computer's ability to display information and allow the userto interface with the information.

FIG. 4 depicts a flow diagram illustrating processes for selecting atelephone number based on a call target's geographic data according tosome embodiments.

FIG. 5 depicts a flow diagram illustrating processes for predicting acaller ID with the greatest likelihood of success.

FIG. 6 depicts a flow diagram illustrating processes for selecting acaller ID with an appropriate CNAM to display to a call originator

FIG. 7 depicts a block diagram showing one embodiment of a targetmanagement system within a network, such as a computer and/or telephonynetwork

DETAILED DESCRIPTION

Although certain particular embodiments and examples are disclosedbelow, inventive subject matter extends beyond the specificallydisclosed embodiments to other alternative embodiments and/or uses andto modifications and equivalents thereof. Thus, the scope of the claimsappended hereto is not limited by any of the particular embodimentsdescribed below. For example, in any method or process disclosed herein,the acts or operations of the method or process may be performed in anysuitable sequence and are not necessarily limited to any particulardisclosed sequence. Various operations may be described as multiplediscrete operations in turn, in a manner that may be helpful inunderstanding certain embodiments; however, the order of descriptionshould not be construed to imply that these operations are orderdependent. Additionally, the structures, systems, and/or devicesdescribed herein may be embodied as integrated components or as separatecomponents. For purposes of comparing various embodiments, certainaspects and advantages of these embodiments are described. Notnecessarily all such aspects or advantages are achieved by anyparticular embodiment. Thus, for example, various embodiments may becarried out in a manner that achieves or optimizes one advantage orgroup of advantages as taught herein without necessarily achieving otheraspects or advantages as may also be taught or suggested herein.

Embodiments of the inventions are described with reference to theaccompanying figures, wherein like numerals refer to like elementsthroughout. The terminology used in the description presented herein isnot intended to be interpreted in any limited or restrictive mannersimply because it is being used in conjunction with a detaileddescription of certain specific embodiments of the inventions. Inaddition, embodiments of the inventions can comprise several novelfeatures and no single feature is solely responsible for its desirableattributes or is essential to practicing the inventions hereindescribed.

Caller identification information transmitted through phone systemsprovides a call recipient with information about the individual orentity making a call to the recipient. Some telephone systems, such asPBX (Private Branch Exchange) phone systems, allow for outbound callsmade from multiple phones within an organization to utilize the sameoutbound caller identification information. Other calling systems usepredefined or assigned caller ID information for each particular device.For example, a call from a first user's voice-over-IP (VOIP) phone mayalways user caller ID information 123-456-7890.

Definitions

In order to facilitate an understanding of the systems and methodsdiscussed herein, a number of terms are defined below. The terms definedbelow, as well as other terms used herein, should be construed broadlyto include the provided definitions, the ordinary and customary meaningof the terms, and/or any other implied meaning for the respective terms.Thus, the definitions below do not limit the meaning of these terms, butonly provide exemplary definitions.

Database: refers to a database (e.g., RDBMS or SQL database), or mayrefer to any other data structure, such as, for example a commaseparated values (CSV), eXtendible markup language (XML), TeXT (TXT)file, flat file, spreadsheet file, and/or any other widely used orproprietary format.

Caller ID number: a telephone number associated with an outgoing call toa call target. For a particular call, the Caller ID number istransmitted with the outgoing call, such that the call target candetermine the Caller ID number and display it on a computer screen ortelephone display of the call target. In some embodiments, caller IDnumbers are encoded in outgoing data in various manners. For example, adigital call to a call target may encode a caller ID number in a mannerdifferent than caller ID numbers are encoded in outgoing analog calls.

CNAM information, CNAM data, or CNAM value: alphanumeric text that isassociated with a telephone number, such as the name of an individual orcompany associated with a Caller ID number. The CNAM information and/orthe Caller ID number may be displayed on a phone receiving a call (e.g.,a call target, as discussed below). The owner of a telephone number canupdate the CNAM information associated with the telephone number in oneor more CNAM databases that include the CNAM information. For example,an individual or business can purchase telephone numbers and thenrequest (typically with a payment to the CNAM database provider)particular CNAM information be associated with each telephone number.Some telephone numbers may have no CNAM information, while others mayhave associated CNAM data. For example, an individual that owns a number(e.g., 123-456-7890) may have his name set as the CNAM data (e.g., JohnSmith) such that when a telephonic device receives a call with thatnumber in the Caller ID number, the device can retrieve from one or moreCNAM databases CNAM data indicating the owner's name, and display theCNAM data on the receiving telephonic device.

Caller ID information or Caller IDs: a Caller ID number (e.g., sent witha telephone call) and/or CNAM information (e.g., customizableinformation associated with a telephone number that is looked up by thecall receiver from one or more databases). While a Caller ID number andCNAM data each provide information about an incoming call, theytypically are different pieces of information from different sources.Generally, the Caller ID number, e.g., a phone number, of a caller isincluded in the outgoing call, while the CNAM information is not.Instead, the CNAM information is looked up from one or more databasesthat store associations between telephone numbers and CNAM information.This lookup of CNAM information may be performed by the phone carrier ofthe call target (or by a third party service used by the call target)and then the CNAM information may be displayed, alongside the Caller IDnumber in some cases.

Call Originator: an individual and/or phone system that originates acall to a call target. For example, a call originator may be a voiceover IP (VOIP) phone, cell phone, landline phone, or computer executingtelephony software. In some embodiments, a computing system (e.g., thetarget management system discussed below) serves as an intermediarybetween a call originator and a call target by, for example, initiatinga call to the call target and a call to the call originator (possiblyafter a connection is made with the call target) and connecting the twocalls together so that the call target and call originator maycommunicate with one another via a phone call (e.g., by placing the twocalls in a conference room). Thus, in some embodiments, even though acall originator (e.g., an individual and his cell phone) may not dialthe number of the call target that the call originator wishes tocontact, but instead receives a call from the target management systemthat connects the cell phone with a call to the call target, thatindividual and/or his cell phone may still be considered the calloriginator in this disclosure.

Call Target: an individual and/or phone system that receives a call froma call originator. For example, a call target may be a voice over IP(VOIP) phone, cell phone, landline phone, or computer executingtelephony software. As noted above, in some embodiments, a computingsystem (e.g., the target management system discussed below) serves as anintermediary between a call originator and a call target by, forexample, initiating a call to the call target and a call to the calloriginator and connecting the two calls together so that the call targetand call originator may communicate with one another via a phone call.

Transfer Entity: an individual and/or phone system to which an existingcall between a call originator and call target is transferred. Forexample, a transfer entity may receive a call from the target managementsystem and be added to an ongoing call between a call originator andcall target (e.g., to create a three-way call) and/or the transferentity may replace the call originator on the call (e.g., so that thatcall target is then connected to the transfer entity's telephonydevice). In some embodiments, a call with a call target may betransferred multiple times to multiple transfer entities.

Real-Time Selection of Caller ID Information

In some embodiments, a target management system has a plurality ofcaller identification selection processes that enable a user to define anumber of ways to select a preferred caller ID number to use with anoutbound call. For example, the system may allow an entity to providecustomized caller ID preferences for automatic selection of a particularcaller ID selection method to be used for particular outbound calls (orgroups of calls). Thus, in some embodiments, caller ID preferences maydefine a hierarchical arrangement of various Caller ID selectionmethods, such as the following Caller ID selection methods:

-   -   Custom: selects caller ID numbers based on the individual call        target    -   Campaign: selects caller ID numbers based on a specific campaign        (e.g., a marketing campaign) for which the outbound call is        made,    -   Location: selects caller ID numbers based on a location of the        call target, such as to include an area code that is associated        with a known city of residence of the call target,    -   Company: selects caller ID numbers based on the company making        (or requesting making of) the outbound call,    -   Agent: selects caller ID numbers based on a specific agent        requesting the outbound call, or may use a caller ID number        specific to the agent.        The above Caller ID selection methods may each include rules,        code, or other instructions that are executable by a computer        processors for selection of a particular caller ID number for a        particular call. Each of these selection methods is associated        with a corresponding “type” of caller ID or “caller ID type,”        such that when a location caller ID type is selected for an        outbound call, the corresponding location caller ID selection        method is executed (e.g., software code is executed) to        determine a particular caller ID number for the outbound call.        While caller IDs are discussed in some sections of this        disclosure with reference to caller ID numbers, such caller IDs        may also, or alternatively, include CNAM information.

In some embodiments, the caller ID preferences may include a hierarchyof multiple caller ID types and corresponding selection methods that areused for outbound calls. In some embodiments, an administrator mayadjust the hierarchy to meet preferences of the administrator, acompany, an agent, and/or a specific product or campaign. Thesehierarchal preferences for determining a caller ID type that may then beautomatically applied by the target management system such that theappropriate caller ID selection method can be quickly selected andexecuted to select a particular caller ID (e.g., caller ID number and/orCNAM data) for use in each outbound call (or group of calls in someimplementations). For example, when a call originator selects a userinterface option to initiate a call, the caller ID management system maydetermine and apply the appropriate caller ID preferences (e.g., ahierarchy and/or rule based association of caller ID types associatedwith a particular marketing campaign), select and execute theappropriate caller ID selection method to determine a particular callerID for the outbound call, and initiate the call using that determinedcaller ID number in real-time. Thus, complex rules for selecting anappropriate caller ID number may be processed in a matter of 0.2-5seconds, such that the call originator can efficiently use the calleridentification management system without significant lapse of timebetween requesting a call and initiation of the phone call using thedynamically selected caller ID number.

In some embodiments, the target management system may be configured toautomatically generate or modify caller ID preferences based on a modelfor predicting and determining rules and/or hierarchy of one or morecaller ID types. For example, instead of a set hierarchy, the caller IDpreferences may be determined and/or modified based upon analysis of therate of calls answered by targets, the return of calls answered bytargets, and/or by other metrics associated with previous calls. In someembodiments, the target management system may determine differentmetrics for different customers, campaigns, products and/or offerings.For example, if a call target is associated with a mortgage vertical(e.g., is to be contacted for purposes of attempting to initiate amortgage with the call target), the system may use different caller IDpreferences (e.g., a first caller ID type hierarchy or selection model)than if the target is associated with an education vertical (e.g., asecond caller ID type hierarchy or selection model). In someembodiments, the system may also analyze the known attributes of atarget to determine an appropriate caller ID type to use. For example,feedback from call success rates may be used to adjust how certainattributes are weighted toward one type of caller ID or another.

Among other caller ID preferences that may be selectable for use by thecaller identification management system, caller ID numbers may beselected based on a geographic information associated with a particularcall target, such as by a location caller ID selection method. Use ofsuch geographically relevant caller ID information, such as a localtelephone number to a particular call target, may increase likelihood ofthe call target answering the phone call. Additionally, a localtelephone number may provide a non-long distance number for a target tocall back to, which may increase the likelihood of the target callingback. For example, a target may be more likely to call back to a numberthat may not incur long distance telephone charges or is more likely tobe from somebody known to the target. In addition, an individual may bemore likely to answer or respond to a local number than to a number froma distant region, or from a toll free unknown number. In someembodiments, geographic data associated with a call target may be acurrent location of the call target, even if that current location isnot the expected residence location (e.g., as included in a lead record)of the call target. For example, an IP address (and/or otheridentification information) received with a lead (e.g., in a “leadrecord” that includes information regarding a call target) may betranslated to a geographic location, such as via an integrated orthird-party IP to geographic location lookup service. Thus, a caller IDnumber may be selected to appear to be from the determined geographiclocation of the lead. For example, if an individual is on vacation andbrowsing the Web for a particular service, information regarding theindividual's device (e.g., a mobile phone) may be captured by a web siteand provided to the caller ID management system. If the deviceinformation includes an IP address or other information that can be usedto determine a current location of the individual, the location callerID type may determine a caller ID number that is local to theindividual's determined current location. Depending on the embodiment,such location information may be utilized by the location caller IDselection method based on certain criteria, such as only when thelocation information is fresh (e.g., less than 1 day old). In someembodiments, the geographic data used for selection of a local caller IDnumber may be other locations that are not the call target's residencelocation. For example, the location caller ID selection method may beconfigured, such as by a particular requesting entity, to use aresidence, work, or school location as the geographic data from whichthe caller ID number is determined. Such variance in geographic datausage, beyond just the call targets home location or home area code, mayachieve increased response rates either when used in an initial contactattempt (e.g., if prioritized as such by the requesting entity) and/orin subsequent contact attempts that use different caller ID numbers.

In some embodiments the target management system may also manipulate thecaller ID information that is displayed to the call originator. Forexample, the target management system may initiate calls by initiating atelephone call to a phone (for example VOIP, cell phone, wired line, orthe like) to the call originator before initiating a call to the calltarget (or the calls may be initiated concurrently or to the targetinitially and then to the call originator in other embodiments). Incertain situations, a call may be originated by the call target as aninbound call to the target management system, which can then distributethe call, with custom caller ID (as discussed further below), to a callagent, in real time.

In order to better indicate to the call originator the type, status,quality, and/or other attributes of a call, the target management systemmay set a specific caller ID which informs the call originator ofadditional information about the call. For example, the call originatormay recognize that certain caller ID numbers indicate inbound calls,some indicate scheduled calls, some indicate newly distributed calls, orsome numbers may indicate that a specific call is from a high valuetarget.

In some embodiments, in addition to sending a caller ID number to a calloriginator and/or call target, the target management system may makeadditional information available to call targets using CNAM information.For example, the system may set CNAM information in one or more CNAMdatabases to supply additional information to a call originator about acall that is coordinated by the target management system. For example,instead of requiring the call originator to recognize a specifictelephone number, the call originator's system may retrieve CNAM datawhich specifically states the type or status of a call. In someembodiments, CNAM data may be manipulated to send additional informationto a call target as well. For example, additional information about thecall originator or an entity represented by the call originator may beprovided to the call target.

In certain situations, an existing call between a call originator andcall target may also be transferred to another telephony device thatjoins the call (to create a three-way call) and/or replaces the calloriginator on the call (e.g., so that that call target is then connectedto a different telephony device). For example, in some situations it isuseful for multiple individuals to each speak to a call target, such asat different stages of a sales process. In such situations, a transferentity that is added to and/or replaces the original call originator,may benefit from additional information regarding the call target and/orthe original call between the call originator and call target. Forexample, the transfer entity may be an agent that sets up final detailsof a deal after the call originator or other initial contact makes asale to the target or advances a sale. In some embodiments, the systemmay address the situation of providing additional information to atransfer entity through the use of specific caller ID numbers or CNAMdata as discussed above. For example, the CNAM or specific caller IDnumber may be set such that a particular vertical, segment, or otherinformation about the call target or transferring agent (e.g., the calloriginator) may be communicated to the transfer entity.

Example System Architecture

FIG. 1A depicts a block diagram of a target management system 100configured to provide target calling services between a call originator110 and a call target 120 as used in some embodiments through atelephony network 180. As noted above, a “call originator” or “calloriginator 110” generally describes a person or group of persons thatrequest initiation of a telephone call, and a “call originator system”or “call originator system 110” generally describes a computing systemused by the call originator to initiate the call (such as viacommunications with the target management system 100 and/or otherdevices, as discussed herein). However, in some instances, these termsmay refer to either the person requesting initiations of the call and/orthe computing system used by the person. For example, “call originator”may refer to the computing system used by an individual that isoriginating a call, such as a mobile phone, table, computer, desktopphone, VOIP phone, etc.

In some embodiments, the target management system 100 may include a userinterface component 130, a target identification component 140, a callmanagement component 150, a caller ID selection component 160, and acaller ID management component 170. In some embodiments, the targetmanagement system 100 may comprise fewer or additional components. Inaddition, the components of the target management system 100 may beimplemented as part of a single system as shown in FIG. 1A or may beimplemented as part of several distinct systems, and by one or moredifferent entities in some implementations.

In some embodiments, call originator 110 may be a computer or telephonesystem used by an individual attempting to make a call to anotherindividual or organization (referred to herein as a “target” or “calltarget,” which includes an individual or group of individuals to which acall is directed and/or a calling device, such as a calling deviceassociated with a particular telephone number, associated with theindividual or group of individuals). The call originator system 100 mayinclude input and output devices 112, which may include one or more ofspeakers, headphones, computing peripherals, such as keyboards and mice,telephones, display screens, or other input or output devices which mayenable or aid a user in placing a call to a call target 120.

The example call originator system 110 also include a communicationinterface 114 that communicates with or through a telephony network 180to a call target 120. In some embodiments, the communication interface114 may comprise a session initiation protocol terminal, a primary rateinterface terminal, or another system configured to transfercommunications through a PBX system to dedicated voice lines, such as apublic switched telephone network, or in a packet delivered voicecommunication channel over the internet or another network. In someembodiments, the call originator system 110 comprises a computing systemthat includes components similar to those discussed below in FIG. 5 withreference to the target management system 100. In some embodiments, thecommunication interface 114 includes an API that communicates with thecall management component 150 in order to provide call information tothe call management component 150, which may then initiate the telephonecall. For example, the call information may include a call targetnumber, a call target caller ID number, a call originator number, and/ora call originator caller ID number. This information can then be used bythe call management component 150 to initiate calls to the call targetand call originator with the indicated caller ID information. In someembodiments, the call management component 150 is operated and executedby a third party service that establishes connections, such as digitalvoice connections, with each of the call target and call originator andjoins the two calls together, such as in a conference call line.

In some embodiments, the call originator 110 may interact with a userinterface component 130 of the target management system 100. The userinterface component may include a click-to-call module 132 and/or a callmanager 134, as well as other components. In some embodiments, theclick-to-call module 132 provides a user interface element or elementsthat enable the call originator 110 to initiate the process of calling acall target 120. In some embodiments, a click-to-call element may beassociated with a particular call target with information on the calltarget presented on a user interface. In some embodiments, aclick-to-call element may be associated with no particular call target,but may instead be configured to initiate a process of automaticallyselecting a call target from a list of available call targets, such asbased on prioritization rules.

In some embodiments, the call originator 110 may initiate a call throughother means than a click-to-call element on a user interface. In someembodiments, the call function manager 134 enables the call originator110, or another entity or system taking part in a telephone callutilizing the target management system 100 to initiate one or more callfunctions during a call. For example, the call function manager 134 maygenerate one or more user interface elements, which a user may select,that cause a call taking place to be put on hold, transferred, recorded,conferenced to additional parties, or otherwise modified according tothe instructions received. In some embodiments, the user interfacecomponent 130 may include fewer or additional elements enablingadditional features to a user.

As shown in FIG. 1A, in some embodiments, the user interface component130 may be included as part of target management system 100 (and, thus,may not be included, or only partially included in, the call originatorsystem 110). For example, the call originator system 110 may access auser interface generated by the user interface component 130 through abrowser over a network. In some embodiments, the call originator systems110 may include a user interface component 130, which may provide someor all of the features as the user interface component 130 shown in FIG.1A as included as part of target management system 100. For example, thecall originator 110 may generate and provide to a call initiator a userinterface with various call initiating and management elements.Instructions to initiate, modify, and/or terminate a call may then bepassed to a target management system 100 over the internet or anothernetwork, for example, using an API associated with the target managementsystem 100. In some embodiments, the target management system 100 may beincluded as part of call originator systems 100.

In some embodiments, a click-to-call module 132 may interact with atarget identification component 140 to determine a target to which acall should be initiated. The target identification component 140 mayaccess a list of potential targets which the call originator 110 haspermission or access to call (and/or some other list of potentialtargets). In some embodiments, the target identification component 140may access a target database 145 that includes a set of targets that maybe contacted through the target management system 100. In someembodiments, the target management system 100 may include a list ofpotential targets including contact information (e.g., first name, lastname, residence address, work address, etc.), as well as additionalinformation known about the targets, such as products the target isinterested in, hobbies, demographic information, previous contacthistory, or any other information that may be helpful when contactingthe target. In some embodiments, the targets in the target database 145may be associated with one or more call originators that have permissionor access to contact the targets. In some embodiments, the targetidentification component 140 may then select the highest priority targetfrom the list of potential targets as the next target to call wheninitiating a communication, such as in real-time in response toselection of a click-to-call user interface element by the calloriginator. For example, each of a plurality of lead records may bescored, based on one or more of various factors, in order to select ahighest priority lead record as the next call target for the calloriginator. Such lead scoring may be performed by a lead scoringcomponent, such as is described in pending U.S. application Ser. No.14/091,869, titled “Lead Scoring,” filed Nov. 27, 2013, which is herebyincorporated by reference in its entirety and for all purposes.

In some embodiments, the target management system 100 may include acaller ID selection component 160 that accesses caller ID preferencesassociated with respective calls, determines the appropriate caller IDtype for the call (e.g., based on hierarchical caller ID preferences),and executes that determined caller ID selection method (correspondingto the determined caller ID type) to select caller ID numbers for use inthe respective calls. The caller ID selection component 150 may alsoaccess a caller ID management component 170 that stores available callerID information when executing the determined caller ID selection method,such as to identify an available caller ID number for a particulargeographic location as part of the location caller ID selection method.As noted above, the caller ID preferences may include rules forselection of caller ID types for particular calls, such as may be set bya system administrator that oversees calling activities of the calloriginator. For example, a caller ID number for a call target may beselected based on a hierarchy of caller ID types, such as custom,campaign, geographic, agent, and/or company caller ID types andcorresponding selection methods. An example process for selecting calleridentification numbers using caller ID preferences that include one ormore possible caller ID types in a prioritized or hierarchicalrelationship is discussed below with reference to FIG. 3.

In this embodiment, the caller ID management component 170 includes acaller ID database 172, a caller ID resource manager 174, and a callerID acquisition component 176. The caller ID database 172 may include alist of telephone numbers which are available to the target managementsystem 100 for use while initiating or transferring telephone calls. Forexample, the telephone numbers in the caller ID database 172 may betelephone numbers that have been purchased by an organizationsupervising the call originator 110 and/or the provider of the targetmanagement system 100. Advantageously, the caller ID management system100 may acquire many telephone numbers with diverse geographic areas andmaintain ownership of those numbers so that requesting entities thatlater use the caller ID services of the system 100 may use those callerID numbers without needing to purchase such numbers. Similarly, callerID numbers may be used by multiple requesting entities, such as might bedone for a particular area code that is desired by those requestingentities but which is no longer available to purchase.

In some embodiments, the telephone numbers stored in the caller IDdatabase 172 may have additional information associated with themindicating appropriate times or situations for using the numbers. Forexample, the telephone numbers may have associated geographical data,clients, agents, campaigns, companies, which indicate when a caller IDshould be used by the system. The caller ID selection component 160 mayutilize this information when selecting an appropriate telephone numberfor initiating, transferring, or modifying a telephone call. In someembodiments, additional information may be stored in a database andassociated with particular telephone numbers. In some embodiments, thetelephone numbers may be stored with the number and additionalalphanumeric data providing information to the system about uses for thetelephone number. For example, in one embodiment telephone numbers maybe stored in a format such as “XXXXX###-###-####.” Where the pound signsindicate a particular telephone number and the “XXXXX” providesinformation about geographical data, clients, agents, campaigns,companies, or other information about uses for the particular telephonenumber. In various embodiments, telephone numbers may be stored in thecaller ID database 172 in a variety of manners and formats, which enablethe system to quickly and efficiently select a telephone number inreal-time for use in an outbound telephone call to a call target.References herein to “databases” may refer to any type of data structurefor storing and/or organizing data, including, but not limited to,relational databases (for example, Oracle database, mySQL database, andthe like), spreadsheets, XML files, and text files, among others. Thevarious terms “database,” “data store,” and “data source” may be usedinterchangeably in the present disclosure.

In some embodiments, instead of, or in addition to, storing outboundtelephone numbers, a caller ID database 172 may have stored otheralpha-numerical information for use when setting the caller IDinformation, such as CNAM data, for calls to call targets, calloriginators, and/or transfer entities. For example, textual caller IDinformation indicating the source of a phone call may be included withthe outbound telephone number. Thus, a call target may receive aselected outbound telephone number, a selected call source, othertextual information, a combination of a selected telephone number andtextual data, and/or the like.

In some embodiments, the caller ID management component 170 may includea caller ID resource manager 174. The caller ID resource manager 174 mayautomatically manage the available telephone numbers for use by thetarget management system 100. As noted above, and based on caller IDpreference and/or available caller ID types, the target managementsystem may place calls using a caller ID number familiar to the calltarget 120, or otherwise indicating or conveying information of use tothe call target 120. In order to maintain sufficient telephone numbersavailable in the caller ID database 172, without having too many unusednumbers, the caller ID resource manager 174 may monitor the availabilityand usage of numbers in the caller ID database 172. For example, iftelephone numbers with a specific area code, or associated with aspecific geographic region are frequently requested by the caller IDselection component 160, but there are few available numbers in thesystem having such characteristics, the caller ID resource manager 174may determine that it should attempt to acquire additional telephonenumbers with the characteristic.

In one embodiment, the caller ID resource manager 174 may generate ausage rate for caller ID numbers within various geographic regions, suchas within a ZIP or area code, and determine which area codes are mostheavily used and, thus, should be updated with new numbers in those areacodes if possible. For example, the system may determine that 10available caller ID numbers with a first area code were used in 200calls within a week, while caller 20 available caller ID numbers withina second area code were used in only 40 calls over that same timeperiod. Thus, in this example, the usage ratio of caller ID numbers inthe first area code (200:10) is much higher than the usage ratio ofcaller ID numbers in the second area code (40:20). Thus, the caller IDdatabase may be configured to automatically request additional telephonenumbers within area codes with a high usage ratio (e.g., above a certainusage ratio) and/or dispose of some telephone numbers in area codes witha low usage ratio (e.g., below a certain usage ratio). Similarly, thecaller ID resource manager 174 may determine trends in usage of variousgroups of caller ID numbers, such as increase (or decrease) in usage ofcaller ID numbers in each area code over a period of 1 month, 6 months,12 months, etc., and use the trend information to determine area codesthat are becoming increasingly used. The caller ID resource manager 174may then be configured to automatically obtain additional telephonenumbers within are codes with a trend of increasing use. In someembodiments, the caller ID resource management may be set to maintain apredetermined quantity of telephone numbers in each of a variety of areacodes (and/or other segment of telephone numbers, such as a particularquantity per ZIP code, city, or population segment).

Depending on the embodiment, obtaining new caller ID numbers (e.g.,telephone numbers) comprises requesting telephone numbers from a carrieror agent of the carrier that is authorized to sell telephone numbers. Inone embodiment, telephone numbers may be purchased and then maintainedindefinitely as long as a monthly subscription fee is paid. In someembodiments, disposing of telephone numbers, which may also be referredto as decommissioning or removing telephone numbers, comprisesindicating to the carrier that a particular number is no longer desiredand halting payment of the monthly subscription. In one embodiment, atelephone number provider (e.g., an agent of one or more carriers thatis authorized to sell telephone numbers) provides an API that allows thecaller ID resource manager 174 to transmit an API command to theprovider indicating when a number is to be decommissioned. Thus, thecaller ID resource manager 174 may automatically determine additionaltelephone numbers to add to the caller ID database and automaticallytransmit electronic request to the provider to obtain the telephonenumbers, without human intervention.

In some embodiments, through use over time and tracking of usagestatistics, the caller ID resource manager 174 and/or the caller IDselection component 160 may designate specific of numbers for aparticular area code (or other area or segment) to specific campaigns,agents, or call targets. In such cases, the number of available numbersfor the area codes may fall and the caller ID resource manager 174 maydetermine that additional numbers are needed.

In some embodiments, the caller ID resource manager 174 may also assignor otherwise designate specific telephone numbers in the caller IDdatabase 172 to specific call originators, call targets, campaigns,geographic areas, and/or area codes. In addition, the caller ID resourcemanager 174 may determine that certain assignments or designations areno longer needed or appropriate. For example, if a campaign for acompany has ended, or has been unused for a specified period of time,the caller ID resource manager 174 may determine that the telephonenumbers reserved for use only by that campaign may be released for otheruses outside of the campaign. For example, the association to thecampaign may be removed from storage caller ID database and thetelephone numbers may be reallocated to a general pool of numbers foruse by the caller ID selection component 160.

In some embodiments, the caller ID resource manager 174 may determinethat specific telephone numbers are not selected by the caller IDselection component 160, or else are not successful when used, and maytherefore determine that the telephone numbers are not necessary. Insuch situations, the caller ID resource manager 174 may determine thatthe number should be decommissioned, such as by selling rights to thetelephone number and/or not renewing a subscription fee for maintainingthe telephone number. As noted above, in some embodimentsdecommissioning telephone numbers may be performed automatically by thecaller ID resource manager 174, such as via a single API command sent toa provider of the telephone number. As maintaining additional telephonenumbers may require additional money and/or computing or otherresources, removing unused or unnecessary numbers from the system may bebeneficial to the operation and cost.

In some embodiments, the caller ID resource manager 174 may also updatethe CNAM values associated with one or more numbers used by the system.For example, in order to perform processes as described with referenceto FIG. 6 below, the caller ID resource manager 174 may update the CNAMvalue stored in one or more CNAM database 179. For example, the callerID resource manager 174 may access a system or service which maintains aCNAM database through an API or other networked connection and updatethe CNAM associated with a specified number. For example, a universitythat is calling a plurality of potential applicants to the University,such as in a recruiting push, may want to have different CNAM valuesdisplayed to different potential applicants. Thus, for a caller IDnumber used by a University the CNAM data may be set initially to“UNIV-ATHLETICS” for calls to potential applicants potentiallyinterested in athletic programs at the university, and calls are placedusing that caller ID number for a two week period. Subsequently,potential applicants with an interest in theater at the university maybe called, but prior to calling those potential applications (e.g., overa subsequent two week period), the CNAM value for the same caller IDnumber may be updated to “UNIV-THEATER.” Thus, the pick-up rate for thetargets may be increased in view of the targeted CNAM values, whileusing a common phone number for the university.

In some embodiments, the CNAM values for phone numbers may be updatedthrough electronic communications, such as API calls, to a CNAM database(or manager of one or more CNAM databases) so that the CNAM values areavailable to call targets more quickly. For example, in some embodimentsthe CNAM values may be updated in 48 hours or less, such as 24 hours oreven 1-5 hours or less.

In some embodiments, the caller ID acquisition component 176 acquirestelephone numbers from one or more third party telephone number sources178. The numbers may be acquired based on instructions of the caller IDresource manager 174, for example. In some embodiments, the third partytelephone number sources 178 may include one or more telephone serviceprovider systems, which may be automatically queried for additionaltelephone numbers to rent or purchase having specific characteristics.As noted above, in some embodiments the caller ID acquisition component176 automatically, without human intervention, electronically requestsand obtains additional telephone numbers as it determines such numbersare needed. Thus, the inventory of available telephone numbers in thecaller ID database may dynamically change over time automatically inresponse to monitoring and resource optimization provided by the callerID acquisition component 176.

In some embodiments the target management system 100 also includes acall management component 150. The call management component 150 mayinitiate, join (e.g., combine on a conference line or otherwise join twoor more calls) monitor, modify, and/or terminate calls made through thetarget management system 100. In some embodiments, the call managementcomponent 150 may receive call information from the user interfacecomponent 130, the caller ID selection component 160, and/or othersystems or component within or outside of the target management system100.

In some embodiments the call management component 150 interacts with thecall originator system 110 and/or call target system 120 through atelephony network 180. For example, the telephony network 180 mayinclude a networked or cloud based telephony system capable ofinitiating, joining, maintaining, monitoring, modifying, and/orterminating calls through the internet, mobile phone communicationprotocols, Plain Old Telephone System (POTS), public switched telephonenetworks, and/or any other communication mediums configured to transmitvoice data.

In some embodiments, the call management system 100 may initiatetelephone calls through the telephony network 180 according to theprocesses described below with reference to FIG. 2. For example, in someembodiments, the call management component 150 may initiate a call byestablishing a connection with the call originator system 110, such asvia a phone call to the telephone number of the call originator system110.

FIG. 1C is a block diagram illustrating one embodiment of callinitiation using a call management component 150 external to the targetmanagement system 100. As noted above, depending on the embodiment, thecall management component 150 may be entirely or partially executed by athird-party. For example, a third party such as Twilio may offer callmanagement services through an online API. In other embodiments, thecall management component 150 may be part of the target managementsystem 100.

Example of FIG. 1B, the call originator 110 has requested a call to aparticular call target 120 via the target management system 100. Asnoted above, in some embodiments, the target management system 100 mayprovide a recommended (or required in some embodiments) next contact forthe call originator 110, such that the target management system 100actually selects the call target 120 that the call originator 110 willbe contacting via a telephone call. In such an embodiment, action one ofFIG. 1B may not be performed. Alternatively, action one may comprise thetarget management system 100 informing the call originator 110 of thecall target 122 which a telephone call will be initiated on behalf ofthe call originator 110 (e.g., without the call originator 110specifically identifying the call target 120 is for.

As discussed further herein, the target management system 100 may usevarious algorithms and characteristics of potential call targets toselect the appropriate caller ID to provide to the call target. Thetarget management system 100 then transmits a request to the callmanagement component 150 to initiate a call between the call originator110 and the call target 120. Depending on the embodiment, theinformation included in the API call to the call management component150 may include various information. For example, the API call mayindicate:

-   -   (a) call target telephone number—e.g. 123-456-7890    -   (b) caller ID to send to call target—e.g., 123-098-7654    -   (c) call originator telephone number—e.g., 111-111-1111        In this embodiment, the call management component 150, using the        information in the API call can initiate telephone calls with        both the call target 120 and the call originator 110, in either        order, and then connect the two calls in a conference line so        that a telephone call is established. In some embodiments, the        API data sent to the call management component may have multiple        stages (e.g., may actually be multiple API calls). For example,        the initial API call may have the call originator telephone        number and request initiation of the call with the call        originator. Once the call is answered by the call originator        (which may be detected by the call management component 150 that        is monitoring the call), the call management component 150 may        query the target management system 100 for information regarding        another call to connect to a conference line. In response, the        target management system 100 may then transmit the call target        telephone number and caller ID information for the call target.        In one embodiment, the call target may not be identified until        this query from the target management system 100 is received,        such as in real time based on current available call targets.

In some embodiments, the API call to the call management component 150includes further information, such as a caller ID number to provide tothe call originator also. For example, the API call noted above may besupplemented with: (d) call original caller ID—e.g., 222-222-2222. Asdiscussed elsewhere herein, the caller ID information transmitted to thecall originator may provide various types of information to the calloriginator, such as status or type of call target to which the calloriginator is being connected (e.g., via a correlations known caller IDnumbers and status/types of calls and/or view CNAM data associated withcaller ID numbers, such as is discussed further below).

When establishing a connection with the call target 120, the callmanagement component 150 may include a caller ID number provided by thecaller ID selection component 160, such as based on a caller ID typeselected according to caller ID preferences selected for the call, sothat the provided caller ID number is viewable by the call target 120 onthe incoming telephone call. Depending on the embodiment, the callmanagement component 150 may be configured to initiate a connectionfirst with the call target 120 and then with the call originator 110 orvice versa, for example, to the call originator 110 first and then tothe call target 120. Similarly, the call management component 150 mayinitiate calls to both the call originator 110 and the call target 120concurrently. In some embodiments, the API call to the call managementcomponent 150 indicates in order in which calls should be initiated tothe multiple parties. In some embodiments, an entity requesting calls bythe target management system 100 may provide preferences on orders ofcalls.

In some embodiments, joining of two (or more) calls by the callmanagement component 150 includes transferring each call to a commonconference line. In some embodiments, once the calls are joinedcommunication between the call originator device 110 and the call targetdevice 120 is performed via the telephony network 180 without furtherinvolvement of the call management component. In other embodiments, thecall management component 150 and/or the target management system 100monitors part or all of the call, such as by maintaining a connectionwith the conference line. In some embodiments, the target managementsystem 100 is connected as a third connection to a conference lineincluding a call originator 110 and a call target 120 (and/or otherothers), such that the target management system 100 may monitor thecall. For example, the call management system 150 may be instructed(e.g., by API call) to call the call originator first and, whenconnected, place on a conference line, then call the target managementsystem 100 (e.g., a line for monitoring calls by the target managementsystem 100) and, when connected, place in the conference line and,finally, call the call target and connected to the conference line(either when connected or while the connecting is still ringing the calltarget's phone). In other embodiments, the calls may be performed in anyother order.

For example, the target management system 100 may track characteristicsof the call, such as total call time, time/percentage of call when calloriginator 110 was speaking, time/percentage of call when call target120 was speaking, and/or other characteristics. In some embodiments, thetarget management system 100 performs a voice-to-text process on theconversation (and/or of particular participants of the conversation) andperforms keyword analytics on the text, such as to identify words,phrases, frequency of words or phrases, etc. associated with the calloriginator 110 and/or call target 120 related to outcomes of the calls.Thus, calls with a high closing rate (e.g., a product or service wassold to the call target 120) may be analyzed to identify characteristicsof the speech used by call originators during those calls and use thatanalytics in training and/or monitoring other call originators. Forexample, a happiness score for call targets may be predicted based onanalysis of voice-to-text information and/or other speech analysis, suchas tone of the call target, to provide indications of how happy the calltargets are. This information may be used to track agent success ratesand may further be associated with caller ID numbers (and/or CNAM data)provided to respective call targets. Thus, caller ID numbers withregularly very low happiness scores of call targets may be indicative ofa low value of those caller ID numbers, such as numbers that mayindicate to the caller that the call is from someone that they probablydon't want to speak with.

Depending on the embodiment, the call management component 150 may setthe caller ID information on an outbound call using any 202-typemodulation, line reversal, or other protocols, for instance, and may besent using signaling appropriate for receipt by the call target'ssystems, for example, using DTMF, V.23, or FSK signaling.

As noted above, in some embodiments certain operations discussed hereinwith reference to the call management component 150 may be performed bya third party system.

During the course of a telephone call, the call originator 110 mayinteract with call function manager 134, such as via user interfacesgenerated by the call function manager 134 and/or the communicationinterface 114, to direct the call management component 150 to modify orotherwise interact with the call. For example, a call originator usingthe call originator system 110 may instruct the target managementcomponent 150 to conference in another number, transfer a call, record acall, place a call on hold, or otherwise modify an ongoing phoneconversation.

Example Call Transfer

FIG. 1B illustrates a call connection after transfer of the call fromthe call originator 110 to a transfer entity 190. As discussed above,the call management component 150 may transfer a call (e.g., the callbetween the call originator 110 and the call target 120 illustrated inFIG. 1A), to a transfer entity 190, such as after a connection has beenestablished between the call originator 110 and the call target 120 (andperhaps a discussion of some/any length has already occurred). In oneembodiment, transfer of the call is performed in response to the calloriginator 110 and/or the target management system 100 determining thatthe call target 120 should be transferred to another entity—the transferentity 190 in the example of FIG. 1A, such as when the call targetrequests to speak to a different person (e.g., a manager) or the calltarget is moved to a different phase of a sales cycle by the calloriginator. As shown in FIG. 1B, the call to the transfer entity 190 maybe connected with the existing call (such as by the call managementcomponent 150 initiating a call with the transfer entity 190 and thenjoining that call with the conference line) and then the call originator110 may be removed from the call (such as by the call managementcomponent 150 disconnecting the call originator 110 from the conferenceline or the call originator disconnecting from the call) so that thetransfer entity 190 and call target 120 remain on the conference lineand are able to communicate.

In some embodiments, the call management component 150 mayadvantageously include caller ID information in the call to the transferentity 190 that provides relevant information regarding the call and/orcall target 120 to the transfer entity 190. For example, the caller IDnumber provided to the transfer entity 190 may be the same caller IDnumber used when initiating contact with the call target 120 (e.g., theoutbound telephone number selected by the caller ID selection component160), which may provide the transfer entity 190 with information aboutthe purpose of the call. For instance, the call target 120 may have beencontacted using caller identification information associated with aspecific campaign. Thus, the provided campaign telephone number may beused by the transfer entity system 190 to identify the campaign, such asby performing an automatic lookup in a table or database (e.g., thecaller ID database 172) storing associations between caller ID numbersand particular campaigns associated with those caller ID number. Inother embodiments, the caller ID information may be the caller ID numberprovided to the call originator 110, so that the transfer entity system190 can determine from whom the call is being transferred, such as aparticular agent associated with the caller ID number and/or departmentof agents.

In some embodiments, the call management component 150 may provide thetelephone number of the call target 120. This may enable the transferentity 190 to know the identity of the target party. For example, thetransfer entity system 190 may access the call target database 145 witha query for the lead record associated with the received caller IDnumber, which will locate the lead record of the call target 120. Thisprocess may be performed automatically by the transfer entity 190 inresponse to receiving the caller ID number, such that the lead record ofthe call target is displayed on a display of the transfer entity system190 immediately (or within one or a few seconds) of transfer of the callto the transfer entity 190.

In some embodiments, a user of call originator systems 110 may selectthe caller ID number to be provided to the transfer entity 190, such asby using a call transfer element generated by the call function manager134 as part of the call transfer request. In some embodiments, acombination of the various telephone numbers noted above may be includedin caller ID information provided to the transfer entity 190.Furthermore, the caller ID information may be customized, such as toinclude alphanumeric characters that are identify the call originator110, the call target, and/or call status. For example, a status of thecall target 120 may be included in caller ID information in the call asit is transferred from the call originator 110 to the transfer entity190.

Example Custom Caller ID Methods

FIG. 2 depicts an example of a high level flow diagram 200 asimplemented in some embodiments showing the initiation of a telephonecall with customized caller ID, such as may be implemented by the targetmanagement system 100 depicted in FIG. 1A. Depending on the embodiment,the method of FIG. 2 may include fewer or additional blocks and/or theblocks may be performed in order different than as illustrated.

In block 210 the target management system receives a request to connectto a call target. In some embodiments, the request may include aspecified call target or may be a request to connect to a next calltarget. For example, the request to connect to a call target mayindicate that a call originator is ready to connect to a next calltarget in a prioritized list of targets available to the agent, whichmay dynamically change as the list of targets is accessed by other calloriginators, time passes, and/or other factors that affectprioritization of targets changes. For example, the target managementsystem may use prioritization and selection of targets for a calloriginator according to one or more of the embodiments disclosed in U.S.patent application Ser. No. 14/091,869, filed Nov. 27, 2013 andpublished as U.S. Publication No. 2014/0149178, which is incorporated byreference herein in its entirety.

In block 220, the system accesses target data associated with the calltarget. For example the call target may have data indicating the sourceof the target, products or services of interest to the target, previouscontact with the target, geographic data of the target, demographic dataabout the target, and/or additional information that may be helpful whencontacting the target. The system may access the target data from alocal database or a separate system. In some embodiments, target data isprovided to the system by the requesting entity attempting to initiate acall. For example, the request may include geographic data, campaigndata, or other data about the target.

In block 230, the system accesses a bank of telephone numbers availableto use in caller ID information of outgoing calls. The bank of availablenumbers may be as described with reference to the caller ID database 172depicted in FIG. 1A. In block 240, the system selects an outboundtelephone number to set in the caller ID information of a telephonecall. The system may select the caller ID information based oninformation about the target accessed in block 220, data about the agentor other requesting entity, based on a combination of target andoriginator information, or based on other criteria. In some embodiments,in block 240, the system may follow process similar to those describedin further detail below with reference to FIGS. 3 and 4.

In block 250, the system initiates a telephone call between the calltarget and originator with the caller ID information set to include theselected outbound telephone number, such as by one or more of theprocesses discussed with reference to FIG. 1B. For example, regardlessof the telephone number or numbers associated with a phone line used bythe call originator, the system may set or modify the caller IDinformation that will be sent to the call target to match the selectedoutbound telephone number.

FIG. 3A depicts a flow diagram 300 illustrating processes that may beperformed by a target management system 100 to select an outboundtelephone number to use in the caller identification information for anoutbound call to a call target as used in some embodiments. For example,the caller ID selection algorithm shown in FIG. 3 may be performed bycaller ID selection component 160 of the target management system 100when accessing caller ID database 172 as shown in FIG. 1A. The processesdepicted in FIG. 3 may enable a system to select the best availablephone number to include as caller ID information for outbound calls tocall targets. In some embodiments, there may be fewer or additionalprocesses, in addition, the processes may performed in a different orderthan shown. For example, in some embodiments, an administrator may alterthe hierarchy of telephone number preferences, which may result in thesystem searching for telephone numbers having specified characteristicsin a different order. In some embodiments, the method of FIG. 3 may beperformed in substantially real-time (e.g., in a matter of seconds, suchas in one-five seconds) so that there is very little delay from the timea call originator requests initiation of a phone call and the call isactually initiated including dynamically selected caller ID information.

FIG. 3B illustrates an example interactive user interface that may beused by a user (e.g., a call agent) to view information regardingmultiple lead records and select a particular lead record to contact viaa telephone call, such as using caller ID information selected using themethods discussed herein. As illustrated in the example of FIG. 3B, theuser interface includes a prioritized listing of lead records in theleft pane and details regarding a particular lead record in the rightpane. In this embodiment, the listing of lead records is automaticallyprioritized by the target identification component 140, which mayperform real-time lead scoring (e.g., to determine a lead record that isa highest priority at the time the user wishes to place a call to alead) using various algorithms to automatically select a highestpriority lead record. Such lead scoring may be performed by a leadscoring component of the target identification component 140, such as isdescribed in pending U.S. application Ser. No. 14/091,869, titled “LeadScoring,” filed Nov. 27, 2013, which is hereby incorporated by referencein its entirety and for all purposes. In some embodiments, the leadmanagement and prioritization functions are performed by separate, suchas third-party, software that interfaces with the target managementsystem 100 in order to obtain caller ID information and/or initiatecalls. For example, a third-party CRM application may be used to managelead records and then, once a lead is selected by a user (or autoselected by the CRM application), the caller ID selection component 160,for example, receives a request from the CRM (e.g., via an API call tothe caller ID selection component) to select a most suitable caller IDinformation for the lead based on one or more of the various methodsdiscussed herein. Thus, in some embodiments the caller ID selectioncomponents and related methods for selecting of caller ID informationare provided as a separate functionality than lead management and/ortelephony functionalities. In other embodiments, all of these functionsmay be performed by a single entity via software componentscommunicating with one another on one or more servers and/or userdevices.

In the example of FIG. 3B, a lead record has been selected for calling,as indicated in the call interface in the lower right corner of thefigure (either manually by the user or automatically using aclick-to-call type of feature that automatically selected the highestpriority lead record). In this example, the caller ID informationprovided to the lead record in the outgoing call is indicated to theuser. In some embodiments, the caller ID selection method (e.g., thecaller ID type) that was used in determining the indicated caller ID isalso indicated in the user interface. For example, after performing aprocess such as is discussed below in order to determine an appropriatecaller ID type for a particular call, the selected caller ID Type (e.g.,geographic caller ID) may be indicated to the agent (e.g., via an iconnext to the caller ID information).

FIG. 3C illustrates another interactive user interface that may be usedto manage lead records and initiate telephone calls using selectivecaller ID. In this example, the user can select a particular caller IDtype to use for a next call. In this particular example, a CID buttonmay be activated in order to provide options of available Caller IDTypes that the agent can use, such as local, agent, company, Dial-IQ(e.g., a default number, such as a number of the device from which thecall originator will be receiving the call), and/or any other caller IDtypes discussed herein or later developed. Thus, in some embodiments theuser can select a desired caller ID type and that corresponding callerID selection method will be used for subsequent telephone calls. Inanother embodiment, the caller ID type pop-up that is displayed when theCID button is activated indicates a preset prioritized ordering ofcaller ID types that will be processed for subsequent telephone calls,such as using a hierarchal or rules-based analysis of the particularlead record in order to determine which of the caller ID types should beselected. In one embodiment, the user can adjust the caller IDpriorities for individual calls or groups of calls via the illustrateduser interface, rather than reconstructing an overall caller ID typeruleset for selection of appropriate caller ID methods selected forparticular leads. In some embodiments, the agent doesn't see the callerID types; rather, the caller ID type is automatically selected, such asbased on caller ID preferences, and automatically used for calls by theagent. Thus, the agent may be part of calls that are placed usingvarious different caller ID types without even knowing what those callerID types are.

FIG. 3D illustrates another interactive user interface that may bedisplayed to a user in order to provide further details regarding aparticular call target (lead). In this embodiment, the call informationis in the left-hand pane, and detailed information regarding aparticular lead is in the right-hand pane. In this example, theinteractive user interface advantageously includes a timeline of keystatuses of the particular call target that allows the user to easilytrack history and progress of the call target. For example, the userinterface indicates a time since the lead was created, time since thelead was distributed, time since last attempt of contacting the lead,time since last contact with the lead, and current status of the lead(e.g., “Qualified” in the illustrated example). This particularinteractive user interface also includes detailed information regardingcontacts, and contact attempts, with the lead target, as well aslocation information associated with the call target. In someembodiments, the location information may be obtained in the same orsimilar manner as discussed herein with reference to obtaininggeographic information regarding a target for use in selection of ageographically based caller ID number.

Returning to FIG. 3A, beginning in block 310 the system may determine ifa target is associated with a custom caller ID. In this exampleembodiment, a custom caller ID is the preferred caller identificationused. The custom caller ID may be specific to an individual call target.For instance, individuals that have a very high chance of conversion,contact, or other desirable outcome may be assigned a custom caller ID.For example, if a particular target indicated a desire to buy a productimmediately, a custom number may be assigned to that target such thatany communication with the target is quickly identified by source to thetarget, and incoming calls from the target are recognized by the systemas being assigned to the target, even if from an unknown number, and arerouted to an appropriate agent immediately. In some embodiments, thecustom caller ID may be selected and assigned to the target based on aset of rules. For example, the custom caller ID may be selected toconvey specific information about a campaign associated with the targetsuch that the outbound caller ID matches a specific number recognizableto the call target. As an example, a university may select custom callerIDs for potential students that may be interested in a specific collegeor program within the school. The custom caller ID thus conveysadditional information specific to the high value target. Furthermore,if the target calls back to the custom caller ID number, the call can berouted to a particular assigned agent or an agent with experiencedealing with the specific products or services associated with thecustom caller ID, such that the maximum value of the lead is realized bythe system. If in block 310, the system determines that the call targethas an associated custom caller ID, the system may then select thecustom caller ID telephone number in block 315 for use when initiating acall with the call target. If the system does not identify a customcaller ID associated with the call target, it may move on to block 320to see if there is another preferred caller ID associated with the calltarget.

In block 320, the system may determine if the call target is associatedwith a campaign that uses one or more specific caller ID telephonenumbers. In some embodiments, a campaign caller ID may be used toassociate a call target with a number that corresponds to a specificcampaign. For example, a company may have an online campaign whichgenerates a set of targets. Each target in the set of targets may becalled with an outbound number corresponding to the campaign. Thisenables the target to recognize the number from the initial campaign aswell as enabling inbound calls to the campaign caller ID to beefficiently routed to an appropriate agent associated with the specifictarget or with experience with the specific campaign associated with thenumber. If the system identifies an associated campaign in block 320,the system may select a number (or name of entity making or requestingthe call) associated with the campaign for use when initiating calls tothe call target in block 325. If the system does not identify anassociated campaign, the method moves to block 330.

In some embodiments, the system may provide a local caller ID as theoutbound number if no custom or campaign caller identification isavailable (or based on other rules or hierarchal preferences of anentity). For example, in block 330, the system may determine if the calloriginator has decided to contact the target with a local telephonenumber and/or if the target has associated geographic information. Ifthe system determines that a local caller ID number is appropriate, thesystem may determine if a geographic location of the target is availablein block 335. If geographic information corresponding to the target isavailable, the system may select an outbound telephone numbercorresponding to the target's location in block 347. For example, adatabase storing information about the target may have data about one ormore mailing addresses, home addresses, or billing addresses. The systemmay select an outbound telephone number that appears to have a physicallocation corresponding to the target's location. If the system cannotaccess geographic information about the target in block 335, it mayinstead select a telephone number that appears to be in the same orsimilar location as the target's telephone number. Example methods ofselecting an appropriate outbound number based on geographic data isdescribed further below with reference to FIG. 4.

In some embodiments, if the system determines that setting a localcaller ID is not enabled by the system, or a local caller ID number isnot available in block 330, the system may determine in block 345 if thecall is being made by or on behalf of an entity with one or morespecific telephone numbers. For example, in some embodiments, a companywill use one or more outbound numbers for making calls to call targets.If the call originator is calling from the company or on behalf of thecompany, the system may select a telephone number (or alphanumericindicator of the company) corresponding to the company's outboundtelephone numbers. Therefore, in some embodiments, such as where callingtargets is outsourced to a third party, the third party may usedifferent outbound caller IDs based on which company the agent iscalling on behalf of. If the system determines that the call isinitiated for an entity with a specific caller ID, the system may selecta caller ID associated with the company in block 350.

In block 355, if another telephone number has not been selected by thesystem, the system may determine if the call originator has definedanother telephone number to use for the caller ID. For example, the calloriginator may select an outbound number from a pool of availablenumbers. In some embodiments, these numbers may also be used as othertypes of caller IDs for other targets. For example, the call originatormay select a telephone number as a call originator defined caller IDthat is also used as a local caller ID for one or more other calltargets. If the system determines that a telephone number was defined bythe call originator, it may be selected for use when initiating a callin block 360.

In some embodiments, the caller identification management system mayselect a default phone number in block 365 to use if another number isnot selected. For example, a default number may be the actual phonenumber of the device that the call originator (e.g., call agent) is (orwill be) using for the call. In some embodiments, each agent may have aspecific phone number which can be used as a default if no other numberis available or preferable. In some embodiments, a single caller ID maybe used as the default for all call originators making outbound callsfrom a specific location, for example, from a single call center orcompany.

Although shown in FIG. 3A as a hierarchy with caller ID informationselected based on one of a set of criteria, in some embodiments, theselection criteria may be used in conjunction with one another. Forexample, a campaign may have multiple telephone numbers associated withit, so the system may select a telephone number associated with thecampaign that is also in closest proximity to a geographic locationassociated with the target. Thus, the system may select a preferrednumber within a set of numbers available based on a criteria highest inthe hierarchy by also applying other selection criteria. The method thesystem used to select specific caller ID information, such as via acaller ID information hierarchy or ruleset, may be personalized orcustomized for specific campaigns, customers, or products and/or basedon machine learning applied to previous call attempts.

Geographic Caller Identification Selection

FIG. 4 depicts processes that may be performed by a system to selectcaller ID information for of an outbound telephone call based ongeographic information associated with the call target. For example,these processes may be performed as part of processes discussed withreference to blocks 335, 340, and/or 347 of FIG. 3A. Depending on theembodiment, the method of FIG. 4 may include fewer or additional blocksand the blocks may be performed in an order that is different thanillustrated.

In some embodiments, geographic regions or locations may be defined bythe system in a variety of ways. For example, the system may base thegeographic locations at least in part based on boundaries of cities, ZIPcodes, ZIP+4 codes, area codes, county lines, state lines, metropolitanareas, and/or the like. In some embodiments, the system may define allgeographic areas based on the same type of boundaries, or they may bebased on different boundaries depending on the available data. Forexample, in rural areas, county lines or area codes may defineboundaries, whereas, in cities or urban centers, neighborhoods or zipcodes may provide the boundaries of geographic areas. Depending on theembodiment, the method of FIG. 4 may include fewer or additional blocksand/or the blocks may be performed in order different than asillustrated.

Beginning in block 405, the system may identify contact and otherinformation known about a call target. In some embodiments, the systemmay accesses information known about the call target from a call targetdatabase. For instance, a database accessed by the system may includeinformation that targets enter into web forms associated with the calloriginator. In some embodiments, some of the targets may haveinformation about their geographic location already stored in thedatabase, which the caller identification management system cancorrelate to telephone numbers close to the call target. Call targetinformation may be obtained from a CRM system, such as those thatgenerated the user interfaces of FIGS. 3B-3D and which store informationregarding a plurality of potential call targets.

In block 410, the system may analyze the extracted contact informationto check if contact information associated with the target includes anygeographic marker(s), such as residence address or work address. If theinformation includes one or more geographic marker, the system mayproceed to determine a region as supported by the system that includesthe identified geographic marker(s). If multiple geographic markers areindicated, such as multiple physical addresses, other rules may beapplied to determine a geographic marker for use in determine caller IDinformation using the process described below. For example, an addressthat has been most recently added to the database may be used as thebasis for the geographic marker.

In some embodiments, if the contact information does not include ageographic marker, the system may attempt to determine a location forthe target. Continuing to block 415, the system may access a third partydatabase, such as census data, to attempt to identify a geographicmarker for the call target. For example, the system may take knowninformation about the target and compare it to information in a thirdparty database to determine a geographic location most likely associatedwith the target. For example, contact information known about the calltarget may include a combination of name, age, telephone number,employment or other information which may be used to query a third partydatabase to access additional information about the target. For example,name, age, and telephone number of a target may be used to query one ormore databases, such as census data, to obtain information regarding thetarget that can be linked to a geographic marker.

In some embodiments, in addition to, or as an alternative to, accessinga third party database, the system may analyze addition informationprovided by the target to determine a relevant geographic location. Forexample, an employer, educational institution, or other backgroundinformation associated with the target is available (such as may beprovided by the target or obtained from another source), the system mayaccess address information of the employer, school, or other entity andderive a possible location or set of locations from the backgroundinformation by selecting a correlated geographic location. Even if thetarget does not currently reside in the geographic location of aprevious employer or school, the target may be more likely to respondthan if a random, blocked, or toll free number was used. In someembodiments, the system may also determine a geographic marker for atarget based on IP address data from the device that completed a webform that originally identified the target, such as a web form that thetarget filled out requesting information regarding a product offered bythe call originator.

In block 420 the system may determine if a geographic marker has beenidentified. If a geographic marker has been identified, the system maycontinue to select a telephone based on the geographic marker. If thesystem has been unable to determine geographic marker for the targetbased on the provided data, the system may continue to block 425 and usethe target telephone number to determine a geographic region for thecall target. For example, the area code of the telephone number of thecall target may be associated with a specific geographic region. Thesystem may then set the call target's location as in that region forselecting an outbound telephone number for contacting the call target.In some embodiments, the system may attempt to determine potentialgeographic markers for a target by a variety of processes and select amost likely geographic marker based on the results.

In some embodiments, one or more geographic markers (e.g., determined atblocks 410 and/or block 425) may be used to estimate demographicinformation regarding a call target. For example, a geographic markerfor a call target, such as a residence ZIP code, may be used to querypublic census data in order to return information regarding whether theaddress is likely associated with a commercial or a residentiallocation. If the location is commercial, the caller ID selectioncomponent 160 may use a caller ID in that same geographic location forthe outbound call, while if the location is residential, the caller IDselection component 160 may attempt to select a caller ID based on otherinformation (such as the other aspects of FIG. 4). In other embodiments,a residential location triggers use of a caller ID from the samegeographic location.

In some embodiments, a determination of various demographic features maybe determined based on the geographic marker, such as household income,ethnic makeup, etc. In some embodiments, such demographic informationmay only be determined if the geographic marker is associated with aresidential location. Furthermore, one or more databases correlatingsurnames (and/or first names) of call targets to ethnic backgrounds maybe accessed, potentially along with information from public census dataand/or other data, to predict an ethnicity of the call target. Suchinformation may then be used to select a caller ID for the call target.For example, if the call target is determined to be of Chinese descent(based on census demographics and/or name analysis), the caller IDselection component may impose a filter on caller ID numbers that areselectable for the target so that the numbers “4” and “7” are notincluded in the selected number (as some Chinese may feel that thenumbers 4 and 7 are unlucky or even associated with death and likelywouldn't answer a call from a number with many, or even 1, four).However, such Chinese descent call targets may be more likely to answera call if the caller ID includes the number “3”, which may be considereda lucky number. Thus, a Chinese descent filter may be applied to thosecall targets that are likely Chinese indicating that the caller IDshould not include any “4”s, but should include as many “3”s aspossible. Other similar cultural, religious, or belief based filters maybe applied based on determined demographic information about the calltarget. For example, for call target's in Kenya, caller ID numbers withthe last digit of “7” may be excluded from selection, since that may beseen as unlucky; “13” and “666” may be excluded in many countries asbeing unlucky number; while “4” is consider unlucky in China, “4” may beseen as lucky in Europe, North America, and Australia, for example, andused in caller ID numbers selected for calls to those regions as much aspossible. Thus, through use of a cultural number selection algorithm,numbers that are selected by the caller ID selection component may befiltered and/or preferences for numbers to include in selected numbersmay be provided. In some embodiments, numerical filters and/orrecommendations may be used in selection of caller ID numbers any callerID selection method. Additionally, in some embodiments, such a culturalnumber selection algorithm may be used in determining telephone numberto purchase (e.g., numbers with more “lucky” numbers) and/ordecommissioned (e.g., numbers with more “unlucky” numbers) by the callerID resource manager 174, as discussed above.

In some embodiments, the system continues to block 430 after ageographic marker has been provided, to determine a particulargeographic region for the target. For example, if the geographic markerfor a user is a street address, the system may assign a neighborhood,township, or other regional area as the geographic region for thetarget. In some embodiments, the geographic region may include a zipcode, for example, the system may then access a database which maps thezip code to a geographic region used by the system. For example, thedatabase may include zip codes, area codes, cities, counties, or othergeographic markers and have them mapped to geographic regions as used bythe system. In some embodiments, the geographic regions used by thesystem may be defined as specific zip codes, area codes, cities,counties and may include a database correlating geographic markersdetermined for targets to the geographic regions used by the system. Insome embodiments, the geographic markers may be correlated to specificgeographic regions by a third party system. For example, a streetaddress may be provided to a third party system to determine anappropriate zip code.

Moving on to block 435, after the system has determined a geographicregion for the target, the system may access a database of availablecaller ID numbers to include with an outbound call, each of which iscorrelated to one or more geographic regions. For example the databasemay include a set of geographic regions used by the system andassociated telephone numbers currently available for use. In someembodiments, a database containing available telephone numbers may bethe same as a database used to determine a geographic region based on ageographic marker. In some embodiments, the system may determinemultiple geographic regions for the call target. For example, if thecontact information includes multiple geographic markers the system mayassign the call target to geographic regions associated with eachmarker. This may happen for instance, if the call target moved, butkeeps a cell phone number associated with a previous residence location.In such situations, the system may assign a primary geographic regionbased on the address provided by the call target, but may assign asecondary geographic location based on the target's telephone number. Insome embodiments, the system may use the secondary geographic region ifthere are no available telephone numbers associated with the primarygeographic region. In some embodiments, additional geographic regionsmay also be associated with a single call target.

Moving on to block 440, the system may determine if the databasetelephone numbers available that correspond to the geographic region ofthe target (including numbers that fit any demographic or culturefilters that may have been determined for a particular call target). Insome embodiments, the system may not have a caller ID number availablein all geographic regions or may have multiple available caller IDnumbers available for one or more regions. If the system determines thatthere is a number available for a region corresponding to the target'sgeographic region, the system determines a set of numbers correspondingto that region in block 445. The set may include all numbers availablefor a specific geographic region or a subset of those numbers. Forexample, some numbers available for use by the system in the geographicregion may not be available for use with the specific call target. Thecall target may not be associated with a campaign that exclusively usessome of the available numbers, for instance.

If there is no number for the geographic region associated with the calltarget, the system may continue to block 450 to determine if a nearbygeographic region has any available numbers. Nearby regions may bedetermined as those regions adjacent to the region determined for thetarget, by a distance from the nearby regions to the target's region, orby other means. In some embodiments, the geographic regions may bestored with an indication of regions to include as nearby regions. Ifone or more nearby regions include an available telephone number, thesystem may determine a set of available numbers for the nearby regionsin the same manner as if there were available numbers in the target'sgeographic region in block 455.

Moving on to block 460, if there is no available number for the target'sregion or for nearby regions, the system may select another set ofavailable numbers. In some embodiments, the other set of availablenumbers may be selected as those available in a region determined as asecondary region for the target, or numbers that do not match thedetermined demographic and/or cultural number filters. In someembodiments, the system may select a number randomly from a predefinedset of numbers, a set of default numbers used when local data is notavailable, or in another manner. In some embodiments, if a local numberis not available for the call target's region or a nearby region, thesystem may proceed to a next preferred caller identification type. Forexample, the system may proceed to determine whether a company caller IDtype is appropriate for the call target, as outlined in FIG. 3A.

Moving on to block 465, in some embodiments, the system may select aparticular number to set as an outbound caller ID if the systemidentified multiple candidate numbers at block 445, 455, or 460. In someembodiments, the system may keep statistics associated with availablenumbers which may be used to select a preferred telephone number fromthe set of available numbers. For example, the system may attempt to usethe telephone numbers available at an even level to help redistributecalls returned to the system. Furthermore, a particular telephone numbermay receive responses at a higher or lower rate than other availablenumbers and may be preferred or avoided in response. For example, thesystem may use machine learning or artificial intelligence techniques todetermine which of a subset of available numbers has the best chance ofresulting in a completed telephone call with the particular call target.For example, in a given region one area code or prefix may be perceivedto be from a better area of town and therefore receive a higher responserate than other numbers. The system may use this response rate tooptimize the selection of telephone numbers.

In some embodiments, the system may select a candidate number from theset of numbers based on determining that the one of the numbers meetscriteria for another selection process. For example, if one number in aset of candidate numbers is also associated with a campaign that isrelevant to the call target, that number may be selected ahead of othernumbers. In some embodiments, the system may select a number based onthe frequency that number has been used compared to other numbers. Forexample, selecting a number that has been used more often may providethe advantage of having more targets associated with a single number ifsome numbers are later released by the system. Selecting a number whichhas been used less frequently than other numbers may provide anadvantage for routing incoming calls to that number. In some otherembodiments, the system may select a particular number from a set ofcandidate numbers randomly. After the system selects a particulartelephone number to use as the caller ID for a target in block 465, thesystem may set the selected telephone number as the caller ID in block470.

In some embodiments, the system or a call originator may contact aparticular target multiple times. In some situations, the target mayprovide more information after an initial contact, but before asubsequent contact, which clarifies the geographic location of thetarget. In some embodiments, the caller identification system may updatethe geographic location in the target's information, but may continue touse the previously determined local caller identification number forcalling the target so that a consistently recognizable number isprovided to the target. In some other embodiments, a new local calleridentification number may be determined after additional geographicinformation has been determined about the target. In addition, in someembodiments, after an initial call is made to a target, the same numberwill be used to contact the target on any future occasions. However, thesystem may also allow an agent or administrator to change the numberthat will be used to contact the target. For example, after the initialcontact, an agent may assign a custom number to a target, or may assigna personal number of the agent for use by the target.

In some embodiments, caller ID information on incoming calls may beanalyzed before routing the call in/or creating a new lead or a call ifthe call and/or lead are not matched with an existing. For example, ifan individual calls a number provided by the target management system100 in caller ID information from a previous call to the target, thetarget management system 100 and/or a CRM lead management system may tryto match the incoming call to an existing lead record and, if no matchis found, create a new lead record. In some embodiments, the incomingphone number used by the target is compared to caller ID numbers thathave been sent out by the target management system 100, perhaps in apredetermined time (e.g., one month, three months, one year) or at anytime, in order to determine if the target previously received a callusing that incoming phone number or if the target misdialed anotherphone number and happen to use that incoming phone number. In someembodiments, if the incoming phone number does not match a caller IDnumber that is known to have been used by the target management system100 (or provided to one or more of several possible calling entitiesthat receive caller ID information from the target management system100), a new lead record may not be created for the caller. Rather, thecall may be blocked, the message may be provided to the callerindicating that they are calling the wrong number, or some other messagethat is developed in view of the call being a likely erroneous call thatmay not be related to the caller ID number within the target managementsystem 100.

Predictive Caller Identification Setting

FIG. 5 is a flowchart depicting an embodiment of processes forpredicting an optimum caller ID to use in attempting to contact atarget. The processes illustrated in FIG. 5 may operate as analternative to or supplemental to those discussed with reference toFIGS. 3-4. Depending on the embodiment, the method of FIG. 5 may includefewer or additional blocks and the blocks may be performed in an orderthat is different than illustrated.

Beginning in block 510, a call originator initiates a call to a calltarget. For example, the call may be originated in any manner asdiscussed above or in another manner.

Moving on to block 520, a profile associated with the target isaccessed, generated, and/or updated with information and attributesassociated with the target. The profile may be generated such that it isefficiently and accurately analyzed to provide the best predicted callerID. For example, attributes such as estimated income may be convertedinto binary values indicating a range of income into which an individualestimate falls. Similar segmenting of call targets into segmentsassociated with various ranges of attribute values may be performed,such as by deconstructing the profile of the call target to determineother attributes such as age, address, marital status, education level,employments, etc. In some embodiments, the generated profile may then berepresented as an array of binary values, each indicating whether thetarget has a specified attributes, such as indications of whichdemographic or psychographic segments the profile is associated with. Insome embodiments, non-binary values may be used for particularattributes. For example, the targets age may be used instead ofsegmenting the target into an age range. In some embodiments, an actualvalue is used instead of (or in addition to) segments for thoseattributes indicating a particular caller ID predictably as the valueincreases or decreases. In some embodiments, the attributes of a targetare deconstructed before a call originator initiates a call. However, inorder to use the most up to date information, which may be modified overtime, in some embodiments the target may be deconstructed into a profilejust as the call is occurring.

Moving on to block 530 the system accesses a predictive caller ID model.For example, the predictive caller ID model may be stored in apredictive caller ID model database 535. In some embodiments, there maybe more than one predictive caller ID model. For example, there may bemultiple models based on the vertical that is being used, based on theparticular call originator, based on temporal restrictions, or based onother attributes of the particular call. In some embodiments, each ofthese attributes may be built directly into a single model.

Moving on to block 540, the system analyzes a profile associated withthe target to determine a caller ID type to use with the newly initiatedcall. For example, the profile associated with the target may includeone or more attributes such as: name, street address, city, state, ZIP,age, gender, credit score, income, household income, expenses, debts,assets, product or service of interest, organizational budget, spendingauthority level of the individual, purchase decision timeframe, previouspurchase history, electronic and telephonic interaction history,associated campaigns, associated products, previous contact attempts, orany other attribute which provides information about the lead. In someembodiments, the system may also take into account one or moreattributes of the call originator as well.

In some embodiments the predictive caller ID model used to analyze thecaller profile may have weightings for various potential attributes ofprofiles. Based on the weightings of the attributes and the value for aparticular profile, a score may be generated for each available type ofcaller ID and a particular type of caller ID may be selected based onthe scores. For example, the system may store a specific weighting foreach potential attribute associated with each type of caller ID. Thesystem may then aggregate the value of the weightings after they areapplied to each of the attributes in the target profile for each of thecaller ID types. Whichever type of caller ID has the highest score ischosen by the system as the preferred caller ID for the target.

Moving on to block 550, the system selects a caller ID for the initiatedcall based on the analysis of the profile. For example, a specificcaller ID associated with the type of caller ID returned by the profileanalysis performed according to the predictive caller ID model may beselected. In some embodiments, the caller ID may be selected asdiscussed above with reference to FIGS. 3 and 4. In other embodiments,the predictive caller ID model provides criteria for selection of acaller ID number for a particular call target that doesn't align withany one particular caller ID selection method. Thus, the caller IDselected for the call target may be selected based on other criteriaand/or rules than those associated with the several caller ID typesdiscussed herein.

Moving on to block 560, the system determines if a contact attempt usingthe selected caller ID to the call target was successful. If the contactattempt was not successful, the system may move on to block 570 anddecrement the preference weighting for the caller ID type associatedwith each of the attributes of the target profile in the predictivemodel. In some embodiments, a contact attempt may be consideredsuccessful if the target answered the call, stayed on the line for aparticular length of time, progressed to the next stage of a salescycle, converted eventually, or met another criteria indicating thequality of the call. For example, if the profile had an attribute ofestimated income in a specific range and the contact number being acellular number, the system may decrease the weighting associated witheach of those attributes for the type of caller ID used. After the modelis updated the system may return to analyze the target profile again todetermine a caller ID. On a second pass, the caller ID type that waspreviously unsuccessful may not be available as a possible caller IDtype. In some embodiments, only the first contact attempt is analyzedfor purposes of updating a predictive model. This may prevent a targetthat is unlikely to answer any call from adversely affecting the callerID selection models.

On the other hand, if the contact attempt was successful the system mayinstead move onto block 580 and increment the preference weighting forthe caller ID type associated with each of the attributes of the targetprofile in the predictive model. For example, if the profile had anattribute of a specified region and a particular vertical, the systemmay increase the weighting associated with each of those attributes forthe type of caller ID used. If the contact was successful, the systemmay move on to block 590 and set the permanent caller ID for the calltarget to the number that was successful.

Example Customization of Caller ID Information for a Call Originator orTransfer Entity

FIG. 6 is a flowchart illustrating an embodiment of processes fordetermining a caller ID for presentation to a call originator. In someembodiments, the processes illustrated in FIG. 6 may take advantage ofCNAM setting put into place previously by the target management system.For example, as discussed with reference to FIG. 1A above. Depending onthe embodiment, the method of FIG. 6 may include fewer or additionalblocks and the blocks may be performed in an order that is differentthan illustrated.

Beginning in block 610, a call is initiated or transferred through thetarget management system. For example, a call originator may make a callthrough the system to the next call target in a prioritized list. Incertain situations, an inbound call may be initiated through from atarget through the system and may be routed to one or more calloriginators. In some embodiments, the system may also perform the blocksin FIG. 6 when a call is transferred from a call originator to atransfer entity.

Moving on to block 620, the system determines a status of the calltarget. The status of the call target may determine the manner in whichthe call originator would deal with a target. For example, calls forsome targets may be important to answer the call immediately, whileothers may be fine to call back at another time or not answer at all. Insome embodiments, the status of a call target may be one or more of:

-   -   an “inbound call” representing a call received from a call        target;    -   a “scheduled dial” representing a call that was scheduled with a        call target at a specific time;    -   a “call-back” representing a call received from a call target as        a return call to a previous call;    -   a “distribution target” representing a call that is presented to        multiple call originators at the same time with the target        provided to the first to answer;    -   an “outbound call” representing a call made through the call        originator's system;    -   a “transferred target” representing a call that is transferred        from another call originator;    -   a “hot target” representing a call associated with a target that        is likely of high value;    -   a “company target” representing a call that is made to a number        associated with a specified company; or    -   a “campaign target” representing a call that is made to a number        associated with a specified campaign.        Thus, in some embodiments caller ID numbers may be separately        set aside for use with the various call statuses above. In some        embodiments, there may be fewer or additional options for        statuses a call target may have. The status of the call may be        determined based on one or more identifiers of the call target.        For example, a “hot target” may be identified by an inbound        number known to be associated with the particular target that is        identified as having high value. The system may set some        statuses through the call initiation process based on a call        made by the originator. For example, an outbound call may be        indicated as such when the originator's telephone system rings.        In certain situations, a call target may be associated with more        than one status. In such situations the system may identify the        target as each of the statuses, or may select one of the        statuses to use for the target. For example, one of multiple        statuses for a target may be selected from a hierarchy,        randomly, or may be selected in another manner. In some        embodiment, the call originator selects the caller ID number        and/or caller ID type to use when contacting the transfer        target. For example, the call originator my select, as part of        the CRM system that interfaces with the call management        component 145, a particular caller ID that is known to indicate        a status of a call target. For example. If a call target is a        “hot target”, the call originator may select an indicator within        the software of such, and the call management component 145 can        then selected a caller ID number associated with “hot target” to        send to the transfer target so that the call targets status is        known from the caller ID information.

Moving on to block 630, in some embodiments the system selects a callerID number associated with CNAM data corresponding to the determinedstatus. For example, each of the statuses that may be associated with acall target may be associated with one or more telephone numbers in acaller ID database. The specific caller IDs associated with a status mayhave CNAM data including alphanumeric information associated with thestatus. The CNAM data may be the same as the specified status, forinstance. In some embodiments, the system may have one or more numberswhich represent combinations of statuses. For example, one number may beassociated with a target that has a status of “call-back” and “hottarget.” The CNAM data associated with the number may have an indicationof both in the textual information, such as “hot call-back.” In someembodiments, CNAM data may be customized to show specific agent, such asa call originator that is transferring a call. Thus, the transfer entitymay immediately know from whom a call is being transferred and mayinitiate the conversation appropriately. Similarly, CNAM data can be setto indicate a department, e.g., cold calls or dispute resolution center,so that the transfer entity has more information on the nature of thetransferred call. In some embodiments, the amount of textual informationthat may be included in CNAM data may be limited to a specified numberof characters, such as 15 characters.

Moving on to block 640, the target management system initiates a callwith the call originator (or transfer entity in the cases of a transferfrom an original call originator) with the selected caller ID number.The call originator then will receive a call with that number and theassociated telephone or computer systems can request CNAM data from aCNAM database or lookup service. The returned CNAM data will indicatethe status of the call target.

As an example of the processes depicted in FIG. 6, a “scheduled dial”may be initiated by the target management system at a time specified bythe call originator to a specified target. The system then determinesthat the status of the call target is a scheduled dial. In certainsituations, the call target may also be associated with another status,but the system may determine a particular status for the call as a“scheduled dial.” The system may then select a caller ID number from thecaller ID database that is associated with the status of “scheduleddial.” When the call is initiated, the system may first initiate thecall to the call originator using a number associated with “scheduleddial.” At that point, the originator's telephone system may issue arequest to a CNAM database for the CNAM data associated with theselected caller ID number. The CNAM database can then return the CNAMdata associated with the caller ID number to provide information to thecall originator. For example the call originator's telephone may displaytext indicating that the call is a “scheduled dial” based on looking upthe telephone number (e.g., the CNAM data may be “Scheduled Dial”. Asdiscussed above, the system may then, after the originator answers andthe call proceeds to a stage where transfer to a transfer entity isappropriate, proceed to initiate a second leg of the call bytransferring the call to a transfer entity with updated caller IDinformation, such as updated CNAM data to indicate a current status ofthe call target and/or sales process, for example.

Example Target Management Platform

FIG. 7 is a block diagram showing one embodiment of a target managementplatform 500 that may be used to implement some or all of thefunctionality described herein, such as with reference to the targetmanagement system 100. The illustrated target management platform 500comprises a computing system for setting or modifying caller IDinformation on outbound calls (the target management platform 500 may bereferred to herein simply as “computing system 500”), that utilizes acommunication link 515, to electronically communicate over a network 560with one or more call originators 110, a set of supplemental databases560, and target sources 570. The computing system also initiatescommunications between a call targets 120 and call originator 110 over atelephony network 180 utilizing a communication link 525. The computingsystem 500 includes a central processing unit (CPU) 505, input/output(I/O) devices and interfaces 510, a mass storage device 520, a memory530, multimedia devices 540, and target management system 100. Dependingon the embodiment, the platform 500 may include fewer or additionalcomponents and/or the components may be distributed among multiplecomputing devices in various combinations.

The system 100 communicates with target sources 570 to identify targetsfor initiating phone calls. In some embodiments, the target sources 570may include a target database which includes data entered or discoveredabout various targets, for example, the target database 145 described inreference to FIG. 1A above. In some embodiments, the target sources 570may include one or more third party referral sources, web formsproviding information regarding target information received from calltargets, or other sources. In some embodiments, the target data receivedfrom target sources 570 may be used to populate a target database 145 asdescribed in reference to FIG. 1A. The target management platform mayalso communicate with various physical data stores, such as supplementaldatabases 560, which may include additional information about calltargets, telephone numbers, geographic data, or other information usefulto the target management system 100.

In some embodiments, one or more of the databases may be implementedusing a relational database, such as Sybase, Oracle, CodeBase, andMicrosoft® SQL Server, as well as other types of databases such as, forexample, a flat file database, an entity-relationship database, andobject-oriented database, a distributed file system, and/or arecord-based database. The call originator 110 may request a call to beinitiated by the target management system 100. Based on receiving therequest to initiate a call, the system may identify a telephone numberto use for setting caller ID information and may initiate a call throughtelephony network 180.

The computing system 500 includes the target management system 100 that,in one embodiment, is stored in the mass storage device 510 asexecutable software codes that are executed by the CPU 505. The targetmanagement system 100 may include, by way of example, components, suchas software components, object-oriented software components, classcomponents and task components, processes, functions, attributes,procedures, subroutines, segments of program code, drivers, firmware,microcode, circuitry, data, databases, data structures, tables, arrays,and variables. In the embodiment shown in FIG. 7, the computing system500 is configured to execute the target management system 100 in orderto, for example, initiate contact with call targets 120 as requested bycall originators 110 with caller ID information set to telephone numbersselected to optimize the response of the call targets 120. The targetmanagement system 100 may also provide one or more of the featuresdiscussed above, including identifying a next target to call, analyzinga target, identifying geographic regions for a target, initiating calls,setting caller ID information, and/or modifying telephone calls. In someembodiments, the computing system 500 illustrated in FIG. 7 may includefewer or additional components. For example, the computing system 500may include a separate caller ID management component, or may notinclude multimedia devices 540. In some embodiments, the computingsystem 500 may include one or more call originator systems 110 as wellas target management system 100, which may themselves include anycombination of the components illustrated in platform 500. In someembodiments, the computing system 500 may be part of call originatorsystems 110.

The telephony systems 180 may be a public switched telephone networkwhich connects the call target 120 to the call originator 110. The calloriginator 110, may comprise computer systems configured to enable thecall originator 110 to request calls to be initiated by the targetmanagement system 100. In some embodiments the call originator systemmay comprise a session initiation protocol terminal configured to handlecalls initiated by the target management system 100. In someembodiments, the call originator 110 system directs calls over anetwork, such as the internet, through a voice over IP connection. Insome embodiments, the call originator places communicates with the calltarget 120 through the telephony network 180 using the same interfacethat requests calls to be initiated by the target management system 100.In some embodiments, the call originator may also communicate with thetelephony network 180 through a primary rate interface system.

In some embodiments, the target management system 100 may initiate atelephone call to a call target 120 by invoking a call from an externaltelephone system of the call originator 110, such as a voice over IP(VOIP), cell phone, or landline. For example, call information may betransferred to the external telephone (e.g., a VOIP phone) from thetarget management system 100 (or the communication interface 114), whichthen initiates the call to the call target 120 using the callinformation (e.g., including a call originator number included in thereceived call information). Thus, in one embodiment the targetmanagement system 100 can output information that controls functionalityof an external telephone device.

In some embodiments, the call originator 110 may have various externaltelephone systems, which may be set to ring based on the location of thecall originator at the time a call is initiated. In some embodiments,multiple, or all, telephone systems associated with the call originator110 may be contacted simultaneously as the system initiates a telephonecall. In some embodiments the target management platform 500 is operatedon the call originator 100 systems and the call originators connectionto the telephony network 180 may initiate calls to the call target 120.

Example Computing System

The computing system 500 may include one or more computing devices, forexample, a personal computer that is IBM, Macintosh, or Linux/Unixcompatible or a server or workstation. In one embodiment, the computingsystem 500 comprises a server, for example. In one embodiment, theexemplary computing system 500 includes one or more CPU 205, which mayeach include a conventional or proprietary microprocessor. The computingsystem 500 further includes one or more memory 530, such as randomaccess memory (“RAM”) for temporary storage of information, one or moreread only memory (“ROM”) for permanent storage of information, and oneor more mass storage device 520, such as a hard drive, diskette, solidstate drive, or optical media storage device. Typically, the modulesand/or components of the computing system 500 are connected to thecomputer using a standard based bus system. In different embodiments,the standard based bus system could be implemented in PeripheralComponent Interconnect (“PCI”), Microchannel, Small Computer SystemInterface (“SCSI”), Industrial Standard Architecture (“ISA”) andExtended ISA (“EISA”) architectures, for example. In addition, thefunctionality provided for in the components and modules of computingsystem 500 may be combined into fewer components and modules or furtherseparated into additional components and modules.

The computing system 500 is generally controlled and coordinated byoperating system software, such as Windows XP, Windows Vista, Windows 7,Windows 8, Windows 10, Windows Server, Unix, Linux, SunOS, Solaris, iOS,Blackberry OS, Android, or other compatible operating systems. InMacintosh systems, the operating system may be any available operatingsystem, such as MAC OS X. In other embodiments, the computing system 200may be controlled by a proprietary operating system. Conventionaloperating systems control and schedule computer processes for execution,perform memory management, provide file system, networking, I/Oservices, and provide a user interface, such as a graphical userinterface (“GUI”), among other things. To implement the computing system500 and/or one or more of its components, various software includingPerl, Syncsort DMExpress, MySQL, InfoBright, Veritca, DB2 Connect,Connect Direct, MapR M5 Hadoop, and/or Tableau can be utilized.

The exemplary computing system 500 may include one or more commonlyavailable I/O devices and interfaces 510, such as a keyboard, mouse,touchpad, and printer. In one embodiment, the I/O devices and interfaces510 include one or more display devices, such as a monitor, that allowsthe visual presentation of data to a user. More particularly, a displaydevice provides for the presentation of GUIs, application software data,and multimedia presentations, for example. The computing system 500 mayalso include one or more multimedia devices 540, such as speakers, videocards, graphics accelerators, and microphones, for example. In someembodiments, I/O interfaces and devices 510 may be included on calloriginator 110 systems.

In the embodiment of FIG. 7, the I/O devices and interfaces 510 providea communication interface to various external devices. In the embodimentof FIG. 7, the computing system 500 is electronically coupled to anetwork 560, which comprises one or more of a LAN, WAN, and/or theInternet, for example, via a wired, wireless, or combination of wiredand wireless, communication link 515. The network 560 communicates withvarious computing devices and/or other electronic devices via wired orwireless communication links.

In general, the word “module” (also referred to herein as a “component”)as used herein, refers to logic embodied in hardware or firmware, or toa collection of software instructions, possibly having entry and exitpoints, written in a programming language, such as, for example, Java,Lua, C and/or C++. A software module may be compiled and linked into anexecutable program, installed in a dynamic link library, or may bewritten in an interpreted programming language such as, for example,BASIC, Perl, or Python. It will be appreciated that software modules maybe callable from other modules or from themselves, and/or may be invokedin response to detected events or interrupts. Software modulesconfigured for execution on computing devices may be provided on acomputer readable medium, such as a compact disc, digital video disc,flash drive, or any other tangible medium. Such software code may bestored, partially or fully, on a memory device of the executingcomputing device, such as the computing system 500, for execution by thecomputing device. Software instructions may be embedded in firmware,such as an EPROM. It will be further appreciated that hardware modulesmay be comprised of connected logic units, such as gates and flip-flops,and/or may be comprised of programmable units, such as programmable gatearrays or processors. The modules described herein are preferablyimplemented as software modules, but may be represented in hardware orfirmware. Generally, the modules described herein refer to logicalmodules that may be combined with other modules or divided intosub-modules despite their physical organization or storage.

It is also recognized that the term “remote” may include data, objects,devices, components, and/or modules not stored locally, that is notaccessible via the local bus. Thus, remote data may include data on adevice which is physically stored in the same room and connected to theuser's device via a network. In other situations, a remote device mayalso be located in a separate geographic area, such as, for example, ina different location, country, and so forth.

Additional Embodiments

Each of the processes, methods, and algorithms described in thepreceding sections may be embodied in, and fully or partially automatedby, code modules executed by one or more computer systems or computerprocessors comprising computer hardware. The code modules may be storedon any type of non-transitory computer-readable medium or computerstorage device, such as hard drives, solid state memory, optical disc,and/or the like. The systems and modules may also be transmitted asgenerated data signals (for example, as part of a carrier wave or otheranalog or digital propagated signal) on a variety of computer-readabletransmission mediums, including wireless-based and wired/cable-basedmediums, and may take a variety of forms (for example, as part of asingle or multiplexed analog signal, or as multiple discrete digitalpackets or frames). The processes and algorithms may be implementedpartially or wholly in application-specific circuitry. The results ofthe disclosed processes and process steps may be stored, persistently orotherwise, in any type of non-transitory computer storage such as, forexample, volatile or non-volatile storage.

The various features and processes described above may be usedindependently of one another, or may be combined in various ways. Allpossible combinations and sub-combinations are intended to fall withinthe scope of this disclosure. In addition, certain method or processblocks may be omitted in some implementations. The methods and processesdescribed herein are also not limited to any particular sequence, andthe blocks or states relating thereto can be performed in othersequences that are appropriate. For example, described blocks or statesmay be performed in an order other than that specifically disclosed, ormultiple blocks or states may be combined in a single block or state.The example blocks or states may be performed in serial, in parallel, orin some other manner. Blocks or states may be added to or removed fromthe disclosed example embodiments. The example systems and componentsdescribed herein may be configured differently than described. Forexample, elements may be added to, removed from, or rearranged comparedto the disclosed example embodiments.

Conditional language, such as, among others, “can,” “could,” “might,” or“may,” unless specifically stated otherwise, or otherwise understoodwithin the context as used, is generally intended to convey that certainembodiments include, while other embodiments do not include, certainfeatures, elements and/or steps. Thus, such conditional language is notgenerally intended to imply that features, elements and/or steps are inany way required for one or more embodiments or that one or moreembodiments necessarily include logic for deciding, with or without userinput or prompting, whether these features, elements and/or steps areincluded or are to be performed in any particular embodiment.

Any process descriptions, elements, or blocks in the flow diagramsdescribed herein and/or depicted in the attached figures should beunderstood as potentially representing modules, segments, or portions ofcode which include one or more executable instructions for implementingspecific logical functions or steps in the process. Alternateimplementations are included within the scope of the embodimentsdescribed herein in which elements or functions may be deleted, executedout of order from that shown or discussed, including substantiallyconcurrently or in reverse order, depending on the functionalityinvolved, as would be understood by those skilled in the art.

All of the methods and processes described above may be embodied in, andpartially or fully automated via, software code modules executed by oneor more general purpose computers. For example, the methods describedherein may be performed by the target management system 100 and/or anyother suitable computing device. The methods may be executed on thecomputing devices in response to execution of software instructions orother executable code read from a tangible computer readable medium. Atangible computer readable medium is a data storage device that canstore data that is readable by a computer system. Examples of computerreadable mediums include read-only memory, random-access memory, othervolatile or non-volatile memory devices, CD-ROMs, magnetic tape, flashdrives, and optical data storage devices.

It should be emphasized that many variations and modifications may bemade to the above-described embodiments, the elements of which are to beunderstood as being among other acceptable examples. All suchmodifications and variations are intended to be included herein withinthe scope of this disclosure. The foregoing description details certainembodiments. It will be appreciated, however, that no matter howdetailed the foregoing appears in text, the systems and methods can bepracticed in many ways. As is also stated above, it should be noted thatthe use of particular terminology when describing certain features oraspects of the invention should not be taken to imply that theterminology is being re-defined herein to be restricted to including anyspecific characteristics of the features or aspects of the systems andmethods with which that terminology is associated.

The various embodiments discussed above refer to initiating calls at thedirection of a call originator 110, such as a sales agent. In someembodiments, the target management system 100 may be configured toinitiate calls automatically on behalf of a company, or may beconfigured to make automated telephone calls. For example, the systemmay select caller ID information for placing calls to call targets withautomated or computerized communications.

What is claimed is:
 1. An automated caller identification selectionsystem comprising: one or more hardware computer processors; and anon-transitory computer readable medium storing instructions executableby the one or more hardware computer processors to: select, from a calltarget database, a particular call target of a plurality of potentialcall targets; determine caller identification information to include inan outbound telephone call initiated by the automated calleridentification selection system to the particular call target, whereindetermining an outbound telephone number comprises: access one or morefields of a database record associated with the particular call target,the one or more fields configured to store information indicative ofgeographic indicators; if the one or more fields does not include ageographic indicator associated with the particular call target: accessdemographic information associated with the particular call target fromone or more third party databases; and determine the geographicindicator for the particular call target based on the accesseddemographic information; determine two or more telephone area codesassociated with the geographic indicator; access a predictive analysisdatabase storing, for each of a plurality of telephone area codes, aresponse rate indicating a relationship between calls made to thetelephone area code, and calls to that telephone area code that wereanswered; identify, based on the predictive analysis database, one ofthe two or more telephone area codes associated with the geographicindicator having a highest response rate, and selecting a telephonenumber with the identified area code as the outbound telephone number;and automatically initiate a telephone call between a call originatorand the particular call target with caller identification information inthe telephone call set to the identified outbound telephone number sothat a calling device of the particular call target displays theidentified outbound telephone number as caller identificationinformation for the telephone call, and after the call is initiated,transfer the call to a transfer entity having a telephony devicereplacing the call originator, wherein the outbound telephone number isdisplayed as caller identification information on the telephony deviceof the transfer entity.
 2. The automated caller identification selectionsystem of claim 1, wherein identifying the outbound telephone number isfurther based on additional demographic information, wherein the systemis further configured to: access one or more databases including theadditional demographic information associated with the particular calltarget or a geographic marker associated with the particular calltarget, the additional demographic information including at least oneof: an income or estimated income; an age; an education level; anemployment status; credit score; and assets.
 3. The automated calleridentification selection system of claim 1, wherein the two or moretelephone area codes associated with the geographic indicator comprisearea codes having a same geographic identifier as the geographicindicator associated with the particular call target.
 4. The automatedcaller identification selection system of claim 1, wherein thegeographic indicator is associated with an IP address associated with anelectronic device of the particular call target.
 5. An automated calleridentification selection system comprising: one or more hardwarecomputer processors; and a non-transitory computer readable mediumstoring instructions executable by the one or more hardware computerprocessors to: select, from a call target database, a particular calltarget of a plurality of potential call targets; determine calleridentification information to include in an outbound telephone callinitiated by the automated caller identification selection system to theparticular call target, wherein determining an outbound telephone numbercomprises: access one or more fields of a database record associatedwith the particular call target, the one or more fields configured tostore information indicative of geographic indicators; determine two ormore telephone area codes associated with a geographic indicatorassociated with the particular call target; access a predictive analysisdatabase storing, for each of a plurality of telephone area codes, aresponse rate indicating a relationship between calls made to thetelephone area code, and calls to that telephone area code that wereanswered; identify, based on the predictive analysis database, one ofthe two or more telephone area codes associated with the geographicindicator having a highest response rate, and selecting a telephonenumber with the identified area code as the outbound telephone number;and automatically initiate a telephone call between a call originatorand the particular call target with caller identification information inthe telephone call set to the identified outbound telephone number sothat a calling device of the particular call target displays theidentified outbound telephone number as caller identificationinformation for the telephone call, and after the call is initiated,transfer the call to a transfer entity having a telephony devicereplacing the call originator, wherein the outbound telephone number isdisplayed as caller identification information on the telephony deviceof the transfer entity.
 6. The automated caller identification selectionsystem of claim 5, wherein determining an outbound telephone numbercomprises: if the one or more fields does not include a geographicindicator associated with the particular call target: access demographicinformation associated with the particular call target from one or morethird party databases; and determine the geographic indicator for theparticular call target based on the accessed demographic information. 7.The automated caller identification selection system of claim 5, whereina geographic marker associated with the particular call target isselected from a plurality of geographic markers based on times of entryof the plurality of geographic markers into the call target database. 8.The automated caller identification selection system of claim 5, whereina geographic marker associated with the particular call target isselected from a plurality of geographic markers based on addresssupplied by the particular call target.
 9. An automated calleridentification selection system comprising: one or more hardwarecomputer processors; and a non-transitory computer readable mediumstoring instructions executable by the one or more hardware computerprocessors to: select, from a call target database, a particular calltarget of a plurality of potential call targets; determine calleridentification information to include in an outbound telephone callinitiated by the automated caller identification selection system to theparticular call target, wherein determining an outbound telephone numbercomprises: access one or more area code fields of a database recordassociated with the particular call target, the one or more area codefields storing one or more area codes of telephone numbers associatedwith the call target; access a predictive analysis database storing, foreach of a plurality of telephone area codes, a response rate indicatinga relationship between calls made to the telephone area code, and callsto that telephone area code that were answered; identify, based on thepredictive analysis database, the telephone area code of the one or morearea codes having a highest response rate and selecting a telephonenumber with the identified area code as the outbound telephone number;and automatically initiate a telephone call between a call originatorand the particular call target with caller identification information inthe telephone call set to the identified outbound telephone number sothat a calling device of the particular call target displays theidentified outbound telephone number as caller identificationinformation for the telephone call, and after the call is initiated,transfer the call to a transfer entity having a telephony devicereplacing the call originator, wherein the outbound telephone number isdisplayed as caller identification information on the telephony deviceof the transfer entity.